Clear Harbor

CLEAR HARBOR OVERVIEW

CLEAR REFLECTION SERVICES for CUSTOMER CARE
Unlock the Economic Power and Differentiation of Your Brand

Business leaders in every industry sector are challenged with achieving an affordable, comprehensive customer experience, including direct customer inquiries and indirect back-office functions that impact satisfaction and brand loyalty. As consumer expectations of brands grow, flawless execution must occur at every customer touch point, especially in the live customer agent experience.

Who is Clear Harbor?

Clear Harbor is a customer care service provider operating from Caribbean contact centers (also referred to as “call centers”) and headquarters in Atlanta, Georgia. We serve clients in insurance, retail, finance, education, consumer electronics, healthcare, communications, and other industries, by precisely mirroring each client’s brand strategy and desired customer experience at a far less total cost of brand ownership than traditional outsourcing. We provide direct services (customer facing/interacting) and indirect services (administrative tasks and back-office processes), through inbound and outbound calls, email, chat and internet-based customer interactions.

Why Do We Exist?

In spite of technology advances that enable customer self-service and robotic process automation for simple tasks and inquiries, demand for knowledgeable, live customer service agents that can resolve issues quickly and directly, with sympathy and speed, is on the rise. Research shows that seven out of eight consumers still prefer “fast access to a knowledgeable agent” over “self-service and tech-based” solutions.¹

The moment of truth for a brand occurs when a customer engages with a live agent on a meaningful issue. The best-performing customer contact service providers are those that can develop people to a level of mastery needed for precise reflection and extension of the represented brand.

Combine these facts with an economy that features rising labor costs and shortages, and there are many companies today that could use the help of Clear Harbor.

What We Do

Through our CLEAR REFLECTION Services for Customer Care, Clear Harbor provides customer care and back-office services that are uniquely designed to mirror a company’s brand and delivered at the lowest total cost of brand ownership. Mirroring produces a clear reflection of a client’s business model within Clear Harbor. To achieve this goal, Clear Harbor has aggressively and precisely engineered every critical aspect to clearly reflect the client brand and strategy, while avoiding the pitfalls and poor consumer ratings of traditional outsourcing and still meeting the labor expense reduction needs.

Every detail of Clear Harbor’s brand reflection services is built to ensure that companies like Home Depot, Farmers Insurance and iRobot, who care deeply about customer loyalty and brand reputation, receive direct and indirect consumer interactions that mirror or exceed what they would do themselves.

What’s Different About Clear Harbor?

All aspects of the Clear Harbor management process, agent learning, agent optimization, nearshore location selection, technology delivery, continuous improvement, quality measurement, implementation and client strategy matching has been re-imagined and re-engineered to achieve and sustain these results at very attractive costs. Outsourcing generalists are simply not equipped or motivated to perform in situations where precise business extension is required for long-term success.

Through strategy and brand mirroring, Clear Harbor works to create a precise, clear reflection of a company’s business strategies and brand identity that lets our customer care agents and associates plan, think and perform like client stakeholders across all programs, levels and work types. Strategy and brand mirroring is much more than outsourcing. It requires:

• Deeper strategic immersion and matching with client goals, environment and culture;
• Selection of operating locations that are ideal for brand reflection;
• Closer collaboration and alignment that eliminates silos (internally and externally);
• Stronger talent selection and indoctrination;
• Faster understanding and performance adjustment with meticulous visual management; and
• A superior continuous learning and improvement culture based on mastery of the client brand.

Clear Harbor is a fit for important U.S. brands whose consumers expect more than traditional customer service outsourcing is able offer. Our CLEAR REFLECTION Services minimize the risks of delegating brand-impacting customer interactions and back-office workload outside the walls of a business.

Clear Harbor Values

The Clear Harbor Value System is based on six principles that serve as the cultural mooring points of our business, reminding us of what matters most in our relationships and giving us a common set of standards against which to continually evaluate our programs and systems, including planning, recognition, measurement and compensation:

• Honesty and integrity in client, partner and associate relationships
• Action on all commitments carried out with urgency and accountability
• Respect for associates as the foundation for client value delivery
• Balance between work and life for family harmony and stability
• Opportunity for associates and communities through profitable operations
• Responsibility to do what is right and fair for all involved

These values guide us in determining which future clients match up best with Clear Harbor culture and suggest character traits and choices our associates can embrace to better serve the people they interact with each day. Our ultimate goal is to make a difference in the lives of everyone touched by Clear Harbor, including our clients and their customers, our associates, our partners and our communities. For more information about Clear Harbor, visit www.clearharbor.com.

¹ Customer Experience Management Benchmark Series, 2018 Consumer Edition